The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
Among the most fundamental technologies powering any Contact Center are its voice and omni-channel routing and management technologies.
The contact management platform not only routes and queues customer interactions, but it’s also the enabling or limiting factor when it comes to deploying advanced capabilities required to enhance Customer Experience and lower operating costs.
However, not all contact management platforms are created equally and upgrading or transitioning to a new Contact Center management solution can be a complicated process, necessitating a large capital investment with operational impacts.
Changing your core Contact Center technology platform requires a comprehensive understanding of the impact to:
- Other Contact Center technologies
- Existing processes and operations
- Reporting and KPI management
… and nearly all other aspects of the Contact Center.
Northridge can help define a migration plan that is tailored to your unique business challenges and priorities while leveraging best practices and industry-leading insights.
We help businesses develop effective strategic planning processes that include the assessment of:
Current and future
state capabilities required to achieve desired Customer Service goals and expectations
and implications to telephony and other contact center technologies
on operations, process flows, and agent skill sets and career paths
vs. Premise-based solutions
and business case development
Migrating your contact management platform can enable transformative changes to your Customer Experience and operations, creating significant business impact.
Leveraging Northridge as an experienced partner specializing in technology assessments, sourcing, and migration will increase your likelihood of success while simplifying your transitional process and accelerating your benefits realization.
State of Customer Service Experience 2020-2021
In today’s marketplace, reducing customer effort is one of the most effective ways to drive growth and ensure loyalty. The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. Online shopping and digital tools have become the ”new normal” and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. The challenges this digital transformation presents for companies will continue post-pandemic, yet most companies are not adequately prepared.
How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and...
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. As such, they are often on the receiving end of...
Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs down. To overcome this challenge, telecom...
Additional Contact Center Management Services
Our Team is Built to Improve Your Customer Experience
At The Northridge Group, we bring decades of experience and a truly collaborative effort to every one of our client projects.